Analyst, Technical Support - RSA
Cairo, EgyptJob ID R53560 Date posted Apr. 23, 2019
Principal responsibilities and Duties
Acts as a remote customer advocate to champion specific customer needs in collaboration with field team
Interfaces directly with customers at different stages of problem resolution process including understanding issues customers are facing, communicating plans for resolution, explaining developments, and conveying resolution
Participating in and leads conference calls with customers Knows their audience and articulate accordingly
Participates in eServices content creation (self-service) and maintenance such as Knowledge-base content, Support forums, etc.; regularly submits content to the knowledge database
Validates technical information and issues early warning and disseminates information as needed
Assesses when it is necessary to engage or escalate to more senior resources to resolve more complex issues
Manages own schedule of cases, which includes determining priority levels and negotiating and setting expectations with customers
As a 24x7x365 organization, shift work, holidays, weekends and on-call responsibilities may be required
Works toward becoming subject matter expert in a particular area or areas
Applies systems analysis techniques and procedures to determine hardware or software systems functionality
You have an Associates or Bachelor’s Degree in a technical discipline and up to 2 years of relevant work experience.
Excellent customer communication and handling skills
Excellent interpersonal skills
Excellent problem solving & logical thinking
Ability to work under pressure
Self-motivated and self-learner
Ability to work on rotational shift basis
Excellent command of English.
Flexibility in working US Shift from 4:00 pm till 12:00 is a must.
One or more of the below Technical Skills is a huge plus:
Basic knowledge of security fundamentals.
You possess a basic, working knowledge of Unix and Windows operating systems.
Basic knowledge of network protocols and web-based applications (Hands on Experience is preferable).
As for Databases, you would have a high level understanding of relational and hierarchical, design, file system organization and indexing.